Customer Service Assistant
Job Summary
The Customer Service Assistant is responsible for monitoring follow-up calls to ensure team interactions are polite, helpful, and satisfactory. You will score agent performance using a scorecard to maintain quality standards. Additionally, you will identify unresolved technical issues and report them while maintaining weekly performance records.
Responsibilities
- Monitor and evaluate customer follow-up calls
- Score agent performance using a scorecard system
- Identify and escalate unresolved customer technical issues
- Maintain weekly performance reports
Required Skills
- 1+ year customer service or quality review experience
- Excellent active listening and attention to detail
- Strong communication and feedback skills
- Proficiency in Excel or Google Sheets
Job Details
Key Responsibilities:
- Listen to Calls: Listen to recorded or live follow-up calls to make sure agents are friendly, professional, and following company rules.
- Score Performance: Use a simple scorecard to grade the calls and check if the agent answered all customer questions.
- Catch Problems: If a customer is still unhappy or their technical issue isn't fixed yet, report it immediately so we can fix it.
- Keep Records: Track scores and write simple reports on how the team is doing each week.
Qualifications:
- Experience: At least 1 year of experience working in customer service, a call center, or as a quality reviewer.
- Skills: Great listening skills and an eye for small details. Good communication skills (friendly but clear when giving feedback). Basic computer skills (knowing how to use Excel or Google Sheets and call systems).
- Mindset: Patient, organized, and genuinely cares about making customers happy.